IAM Operation Center
The core of IAM operation services is the IAM-operation center with the service desk as point of contact for customer requests. The operation center ensures, that during the predefined hours, calls to the client helpdesk are accepted, and if not, that an immediate callback is made. The operation center also coordinates the ticket initiation for customer-support-requests. The operation teams process the customer-support-requests for the assigned operation clients.
Every operation client is assigned an IPG service manager. He attends to the compliance of the agreed SLA and ensures the smooth communication between the client and IPG. The service manager plans and organizes the operation service, in particular the targeted processing of incidents, problems and changes and proactively analyzes the clients system landscape.
On request, onsite-operators are availible to the client for ongoing operational tasks. They complement the remotly working IAM operation center with key tasks and support the service manager in technical matters.